CX Insights & Design Panel

Auckland Council is establishing a CX Insights Panel to access specialised customer experience research and insights capabilities. We need proven Voice of Customer and CX research partners who can rapidly mobilise skilled practitioners to deepen our understanding of how Aucklander's experience Council services — and where those experiences fall short.

This panel supports delivery of initiatives aligned to Auckland's Long-Term Plan and Auckland Council's Customer Experience & Channel 5-Year Plan and operates independently of other procurements or projects.

Partners will bring expertise across the full CX diagnostic toolkit, including Voice of Customer programmes, customer journey mapping, qualitative research, quantitative measurement, and public sector CX benchmarking, grounded in recognised best practice for public sector customer insight.

The panel enables Council business units and Agile Release Trains (ARTs) to access this expertise on demand: scaling research capacity, backfilling specialist roles, and ensuring insight-led decision-making keeps pace with delivery. The result is faster, sharper customer understanding that multiplies the value of every service improvement we make.

This will be an open tender on the etender portal. However, interested suppliers must contact ana.schultz@aucklandcouncil.govt.nz to register their interest so they can be added to our Ready Contracts system for proposal submission and related communications.